Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Gary Lawson

Mechanicsville,VA

Summary

Customer-oriented and serviced focused Manager with over 25 years of experience in automotive service and parts. I am dedicated to delivering positive customer experience to promote loyalty and repeat business with the ability to improve the performance of the location by motivating the current staff to perform to the best of their abilities while increasing sales and profits ,

Overview

32
32
years of professional experience
1
1
Certification

Work History

General Manager

Tire Discounters
05.2022 - Current
  • Managed a store with over $3.5 million in yearly sales
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Analyzed market trends and competitor activities to create competitive advantages.
  • Trained new employees on proper protocols and customer service standards.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Monitored daily cash discrepancies.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Managed purchasing, sales, and customer account operations efficiently.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Managed over $750k in parts and tire inventory
  • Performed weekly cycle counts and monthly inventories

Service Manager

Pep Boys
06.2020 - 06.2022
  • Managed a automotive service center with over $2 million in yearly sales with a staff of 9 employees
  • Managed a team of technicians, ensuring timely completion of customers cars while providing high-quality workmanship.
  • Managed an inventory of over $901k in parts and tires
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.
  • Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
  • Ensured compliance with safety regulations by abiding by company policies .
  • Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
  • Resolved customer complaints in professional and timely manner.

Store Manager

NTB Tire And Service Center
08.2019 - 06.2020
  • Managed a store that produced $2.3 million in sales with a staff of 8 employees
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Developed a successful employee retention plan, reducing staff turnover rates significantly.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Streamlined purchasing processes, negotiating with vendors for better prices and payment terms.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Managed and inventory of $500k in parts and tires

Service Advisor

Richmond Ford Lincoln
11.2018 - 08.2019
  • Enhanced customer satisfaction by providing timely and accurate service recommendations.
  • Streamlined appointment scheduling for improved efficiency and increased daily appointments.
  • Reduced wait times with efficient coordination of service tasks among technicians.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
  • Provided exceptional customer service, resolving complaints diplomatically and efficiently.
  • Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
  • Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.

Service Advisor

Whitten Brothers
08.2015 - 11.2018
  • Enhanced customer satisfaction by providing timely and accurate service recommendations.
  • Streamlined appointment scheduling for improved efficiency and increased daily appointments.
  • Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
  • Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
  • Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.
  • Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
  • Mentored new team members in company policies, procedures, and best practices for delivering exceptional customer service as an Automotive Service Advisor.
  • Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
  • Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
  • Evaluated technician performance reports to identify areas for improvement and provide constructive feedback for ongoing professional development.
  • Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
  • Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
  • Oversaw coordination of shuttle services and loaner vehicles for customers during prolonged repair times to minimize inconvenience and maintain satisfaction levels.
  • Worked closely with sales team members to identify potential up-sell opportunities or provide support during new vehicle purchases, resulting in increased revenue generation.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Maintained a clean, organized, and professional service department environment that reflected positively on the dealership''s image and reputation.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
  • Developed estimates by costing materials, supplies, and labor.
  • Suggested additional services to customers in order to meet upsell goals.

Automotive Service Advisor

Pearson Mazda
04.2014 - 08.2015
  • Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
  • Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
  • Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
  • Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
  • Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.

Automotive Service Advisor

Patrick Kia
10.2012 - 04.2014
  • Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
  • Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
  • Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
  • Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
  • Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.
  • Mentored new team members in company policies, procedures, and best practices for delivering exceptional customer service as an Automotive Service Advisor.

Assistant Recon Manager

DriveTime Used Cars
07.2007 - 10.2012
  • Managed a staff of 2 team leads and 24 automotive techs of different skill levels
  • Increased team productivity through effective training, coaching, and performance management of staff members.
  • Reduced operational costs by identifying inefficiencies and implementing cost-saving measures.
  • Ensured timely delivery of ready line cars to the locations closely monitoring shipping schedules and addressing potential delays proactively.
  • Conducted regular audits of the car and truck inventory across multiple locations per company policies.
  • Developed strong relationships with suppliers, resulting in improved communication, collaboration, and negotiation opportunities.
  • Evaluated employee performance regularly, providing constructive feedback for professional growth opportunities within the organization.
  • Managed an inventory of over 1500 cars and truck spread across 6 locations.
  • Implemented risk mitigation strategies proactively in response to potential disruptions in the global supply chain.
  • Coordinated cross-functional teams during periods of high demand or unexpected challenges to ensure seamless operation continuity.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Reduced the cost to produce a quality vehicle for sale while reducing after sale claims
  • Launched quality assurance practices for each phase of of the recon process
  • Streamlined the recon process to increase the productively and efficiency of the recon center .
  • went over 300 weeks without missing production quota
  • went to other recon center to help improve quality and increase production and identify areas that need changes

Division Sales Manager

Advance Auto Parts
04.2004 - 07.2007
  • Increased division sales by implementing strategic sales plans and collaborating with team members.
  • Developed strong relationships with key clients to enhance customer satisfaction and drive revenue growth.
  • Streamlined sales processes by identifying inefficiencies and implementing best practices for improvement.
  • Generated new business leads through targeted prospecting efforts, resulting in increased market share.
  • Collaborated with marketing teams to create promotional materials that effectively communicated product value propositions.
  • Tracked key performance metrics to monitor progress towards division sales goals and adjust strategies as necessary.
  • Resolved escalated client issues promptly, maintaining positive working relationships with customers and boosting retention rates.
  • Negotiated contracts with clients, achieving favorable terms for the company while driving long-term business partnerships.
  • Conducted regular performance evaluations for direct reports, ensuring consistency in meeting individual targets while fostering a culture of continuous improvement.
  • Cultivated a solutions-oriented mindset among all team members to identify and address client pain-points effectively.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Built relationships with customers and community to establish long-term business growth.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
  • Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
  • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
  • Managed a high-performing sales team of 12 commercial pros and 35 drivers in 10 locations , providing ongoing coaching and professional development opportunities.

Commercial Sales Representative

AutoZone
06.2002 - 04.2004
  • Increased sales revenue by establishing new client relationships and nurturing existing ones.
  • Developed strategic sales plans for achieving quarterly and annual targets, resulting in consistent sales growth.
  • Collaborated with marketing team to create targeted promotional materials for various industries.
  • Provided exceptional customer service, addressing client concerns promptly and effectively.
  • Delivered engaging product presentations to clients, showcasing features and benefits tailored to their specific needs.
  • Negotiated contracts with clients, focusing on mutually beneficial terms and long-term partnerships.
  • Enhanced customer satisfaction rates by proactively addressing inquiries or issues before they escalated into larger problems.
  • Achieved top-ranking status within the company''s commercial sales division by consistently exceeding quotas.
  • Maximized profitability by effectively balancing short-term gains against long-term customer loyalty and satisfaction.
  • Identified business prospects in target markets and developed defined marketing plans to attract new clients.
  • Maintained relationships with existing customers to optimize service quality, business growth and customer satisfaction.
  • Attended training sessions on sales skills, product knowledge, technical information, as well as company policies and procedures.
  • Met existing customers to review current services and expand sales opportunities.
  • Presented professional image consistent with company's brand values.

Store Manager

Genuine Parts Co
08.1992 - 06.2002
  • Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Developed a successful employee retention plan, reducing staff turnover rates significantly.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
  • Maintained open lines of communication with corporate headquarters
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
  • Ensured compliance with all applicable store policies by regularly reviewing store procedures and taking corrective measures when necessary.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Completed point of sale opening and closing procedures.
  • Assisted with hiring, training and mentoring new staff members.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Trained new employees on proper protocols and customer service standards.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Interacted well with customers to build connections and nurture relationships.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Education

High School Diploma -

J R Tucker High School
Richmond, VA
06.1983

Skills

    • Customer Relationship Management
    • Expense Control
    • Financial Administration
    • Account Management
    • Staff Supervision
    • Vendor Sourcing
      • P&L Management
      • Business Development
      • Quality Management
      • Inventory Control
      • Staff Motivation
      • Relationship Building

Accomplishments

  • Supervised team 10 up to 25 staff members.
  • Staffing - Worked directly with Human Resources to recruit and hire new employees
  • Documented and resolved operation issues which led to the store exceeding budgeted sales
  • Increased productivity in the recon dept by developing a inspection and install process which increased production by 30%
  • Turned multiple stores in to successful locations without changing employees
  • was the go to person to be sent to multiple location in order to help improve performance

Certification

Mazda Service Certified

Chrysler service certified

Ford service certified

ASE ac freon certified

Timeline

General Manager

Tire Discounters
05.2022 - Current

Service Manager

Pep Boys
06.2020 - 06.2022

Store Manager

NTB Tire And Service Center
08.2019 - 06.2020

Service Advisor

Richmond Ford Lincoln
11.2018 - 08.2019

Service Advisor

Whitten Brothers
08.2015 - 11.2018

Automotive Service Advisor

Pearson Mazda
04.2014 - 08.2015

Automotive Service Advisor

Patrick Kia
10.2012 - 04.2014

Assistant Recon Manager

DriveTime Used Cars
07.2007 - 10.2012

Division Sales Manager

Advance Auto Parts
04.2004 - 07.2007

Commercial Sales Representative

AutoZone
06.2002 - 04.2004

Store Manager

Genuine Parts Co
08.1992 - 06.2002

High School Diploma -

J R Tucker High School

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Gary Lawson